When a woman walked into a Redwood Credit Union branch with questions about estate accounts and how to open one at RCU, I saw an opportunity to turn confusion into clarity and hesitation into trust.
She wasn’t yet a member and was unfamiliar with the process. To ensure she felt fully supported, I invited our branch experience manager to join us. I introduced the manager to the woman, and together we walked her through the estate account process step by step, answering her questions with care and compassion.
The woman was not only grateful for the information but also genuinely moved by how willing we were to help. That moment of clarity made all the difference. Inspired by the experience, she made a major decision: she chose to open a personal account with us and move her entire banking relationship from a bank — where she had been a loyal customer for 19 years since moving to Sonoma County.
As I opened her membership, I introduced her to our benefits checking account. She said she’d take some time to explore it and would reach out when she’s ready to convert her checking account. She’s also considering transferring her credit cards to RCU to take advantage of our lower interest rates.
Before she left, she said something that truly stayed with me: “This small interaction made my day.”
And that’s exactly why we do what we do.
To make a difference — one person, one conversation, one moment at a time.
This story was submitted by an employee of Redwood Credit Union.
